Elephant and Castle Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Elephant and Castle Cleaner provides cleaning services to customers. By making a booking, using our services, or allowing our operatives access to your premises, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

These terms apply to all domestic and commercial cleaning services provided by Elephant and Castle Cleaner within our service area in the United Kingdom.

1. Definitions

In these Terms and Conditions:

Customer means the individual, company or organisation that requests or receives cleaning services from Elephant and Castle Cleaner.

Company, we, us or our means Elephant and Castle Cleaner.

Services means any cleaning or related services provided by the Company to the Customer.

Premises means the property, building or area where the Services are to be carried out.

Operative means a cleaner, contractor or representative engaged by the Company to perform the Services.

2. Scope of Services

2.1 The Company provides general cleaning and related services within its operational area, including but not limited to regular domestic cleaning, end of tenancy cleaning, office and commercial cleaning, and one-off deep cleaning.

2.2 The specific Services to be provided will be agreed with the Customer at the time of booking, based on the description and information supplied by the Customer.

2.3 Any additional services requested on the day of cleaning are subject to availability, additional charges and the Company’s prior agreement.

2.4 The Company reserves the right to decline or withdraw Services where it considers that the Premises are unsafe, inaccessible, or unsuitable for cleaning, or where the Customer’s conduct is unreasonable or abusive.

3. Booking Process

3.1 Bookings may be made using the methods made available by the Company from time to time. By placing a booking, the Customer warrants that all information provided is accurate, complete and up to date.

3.2 When making a booking, the Customer must provide clear details of the Premises, the type of cleaning required, any access instructions, and any special requirements or restrictions.

3.3 All bookings are subject to acceptance by the Company. A booking will be treated as confirmed only when the Customer receives a booking confirmation from the Company.

3.4 The Company may request photographs, an inventory, or additional information for certain Services such as end of tenancy or deep cleaning to provide an accurate estimate and determine the scope of work.

3.5 The Customer is responsible for providing safe and reasonable access to the Premises on the agreed date and time. Any parking arrangements and associated costs are the responsibility of the Customer unless otherwise agreed in advance.

4. Service Time, Access and Requirements

4.1 The Company will use reasonable efforts to attend on the date and at the time agreed with the Customer, but timing is not guaranteed and may be subject to change due to traffic, weather, operational issues or circumstances beyond the Company’s control.

4.2 The Customer must ensure that someone with authority to grant access is present at the Premises at the arranged time, or that keys or access codes are made available in accordance with any arrangements agreed in advance.

4.3 The Customer is responsible for ensuring that the Premises are reasonably tidy and accessible so that the Operatives can perform the Services safely and efficiently.

4.4 The Customer must inform the Company in advance of any health and safety risks, security systems, alarms, hazardous materials, or other issues that might affect the delivery of the Services.

4.5 The Company reserves the right to charge a call-out fee or the full service fee where Operatives attend but are unable to gain access or the conditions at the Premises make it unsafe or impossible to perform the Services.

5. Prices, Estimates and Payments

5.1 Prices for Services will be provided to the Customer in advance, either as a fixed price or an hourly rate, based on the information supplied by the Customer.

5.2 Any quotation or estimate is given in good faith based on the Customer’s description of the Premises and required work. The Company reserves the right to amend the price if the actual condition of the Premises or scope of work differs from that described.

5.3 Unless otherwise agreed in writing, payment is due either in advance of the service or immediately upon completion of the service, depending on the service type and method of booking.

5.4 The Company accepts methods of payment as notified to the Customer at the time of booking. The Company may require card details or an advance payment to secure the booking.

5.5 Where invoices are issued, payment terms will be stated on the invoice. If no specific terms are stated, payment is due within 7 calendar days of the invoice date.

5.6 The Company reserves the right to charge interest and reasonable administration fees for late payments and to suspend further Services until outstanding amounts are settled.

6. Cancellations, Rescheduling and No-Show

6.1 The Customer may cancel or reschedule a booking by giving the notice required by the Company’s cancellation policy in force at the time of booking. The Customer will be informed of the applicable notice period during the booking process.

6.2 If the Customer cancels or reschedules with less notice than required, or fails to provide access to the Premises at the agreed time, the Company may charge a cancellation fee up to the full price of the booked Service.

6.3 The Company may, at its discretion and subject to availability, offer to reschedule a booking rather than apply a cancellation fee, but is under no obligation to do so.

6.4 The Company reserves the right to cancel or reschedule a booking if an Operative is unavailable, in the event of an emergency, or for reasons beyond the Company’s reasonable control. In such cases, the Company will endeavour to provide as much notice as possible and, where appropriate, offer an alternative appointment or refund any prepayments for Services not provided.

7. Customer Obligations

7.1 The Customer must:

Provide accurate information about the Premises and the required Services.

Ensure safe access to the Premises and the availability of electricity, water and lighting.

Secure or remove any valuables, fragile items, cash or important documents.

Inform the Company of any items or areas that require special care or must not be cleaned.

Comply with all relevant laws and regulations relating to the Premises and any waste or materials present on site.

7.2 The Customer must not request or allow Operatives to undertake tasks that fall outside the agreed scope of Services or that could breach health and safety rules, including lifting heavy items, working at unsafe heights, or handling hazardous substances.

8. Quality of Service and Complaints

8.1 The Company aims to provide Services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Service, the Customer must notify the Company as soon as reasonably practicable, and in any event within 24 hours of completion of the Service.

8.2 Where a complaint is justified, the Company may, at its discretion, offer to re-clean the affected area or provide a partial refund or credit. This will be the Customer’s sole and exclusive remedy for any issues with the quality of the Service.

8.3 The Customer must allow the Company a reasonable opportunity to inspect and, if necessary, rectify any alleged defect in the Service.

9. Liability and Limitations

9.1 The Company will exercise reasonable care while providing the Services. However, the Company’s liability is limited as set out in this clause.

9.2 The Company will not be liable for:

Normal wear and tear, pre-existing damage or deterioration of any items or surfaces.

Damage resulting from faulty or unsuitable materials, poor installation, or structural defects at the Premises.

Loss or damage where the Customer has failed to secure valuables or fragile items, or to provide adequate instructions.

Any indirect, consequential or economic loss, including loss of profit, loss of opportunity or loss of enjoyment.

9.3 The Customer must report any alleged loss or damage to property within 24 hours of completion of the Service and provide reasonable evidence of such loss or damage.

9.4 Where liability is established, the Company’s total aggregate liability arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable by the Customer for the specific Service during which the incident occurred.

9.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

10. Waste Handling and Environmental Regulations

10.1 The Company complies with applicable UK regulations relating to waste management and disposal in the course of providing cleaning services.

10.2 The Company will normally place non-hazardous domestic waste in the Customer’s designated household or commercial waste receptacles for collection by the local waste authority or the Customer’s appointed waste contractor.

10.3 Unless expressly agreed in advance, the Company does not remove or transport waste away from the Premises. Where removal and disposal of waste is requested and agreed, additional fees may apply and any such service will be carried out in accordance with applicable regulations.

10.4 The Company does not handle or dispose of hazardous waste, including but not limited to medical waste, clinical waste, asbestos, chemicals, solvents, paint, oils or any materials classified as hazardous under relevant legislation. The Customer is responsible for arranging safe and lawful disposal of any such items present at the Premises.

10.5 The Customer must not request or permit Operatives to remove waste in a way that breaches local authority rules or environmental regulations.

11. Use of Customer Property and Equipment

11.1 Unless otherwise agreed, the Company will provide its own cleaning products and equipment necessary to perform the Services.

11.2 If the Customer requests that the Company use the Customer’s own equipment or products, this is at the Customer’s sole risk. The Company will not be liable for any damage or unsatisfactory results arising from the use of such items.

11.3 The Customer must ensure that any equipment or products they provide are safe, in good working order and suitable for the intended purpose.

12. Insurance

12.1 The Company maintains insurance cover appropriate for its business operations in line with industry practice.

12.2 Evidence of insurance may be provided upon reasonable request. Any claim that may give rise to a claim under the Company’s insurance policy must be notified to the Company without delay.

13. Privacy and Data Protection

13.1 The Company will process personal data in connection with the provision of Services in accordance with applicable UK data protection laws.

13.2 Personal information collected during enquiries and bookings will be used for the purposes of managing the Customer’s account, providing Services, processing payments, and, where permitted, sending relevant service information.

13.3 The Customer is responsible for ensuring that any personal data relating to third parties provided to the Company has been lawfully obtained.

14. Force Majeure

14.1 The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, public transport disruption, strikes, lock-outs, accidents, or public health emergencies.

15. Changes to Terms and Services

15.1 The Company reserves the right to amend these Terms and Conditions from time to time. Any updated terms will be effective from the date of publication and will apply to new bookings made after that date.

15.2 For ongoing or regular services, the Company will notify the Customer of any material changes to these Terms and Conditions, and continued use of the Services after such notification will constitute acceptance of the updated terms.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed deleted, and the remainder of the terms shall continue in full force and effect.

17.2 No failure or delay by the Company to exercise any right or remedy provided under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.